Investigating Users' Acceptance of Mobile Money Services Interoperability: A Case Study of Tanzania

Abstract

Using mobile phones for financial transactions has been on a sharp increase globally and in Tanzania in particular. The introduction of mobile money interoperability allows customers to undertake money transfers across different telecom mobile money accounts and bank accounts. This study aimed to find out factors that may influence the acceptance and successful use of mobile money services interoperability that are tailored to banking and unbanked users' intention by integrating three globally accepted theories; DeLone and McLean information system success model (D&M), The Technology Acceptance Model (TAM) and The Task-Technology Fit (TTF) Theory. The study hypotheses were empirically tested using data from 447 mobile money users from both telecom and banks. Data were analysed using the correlation and regression technique. This study found that approximately 81.5% of the dependent variable, which is interoperability of mobile money services was accounted for by the regression analysis and therefore can strongly be explained very well by independent variables which are Perceived Ease of Use; price value; Network Availability; Security and Trust; Service quality; Task Characteristics. This study's findings provide valuable understandings for formulating effective strategies concerning financial inclusion to mobile money service providers, governments, and other stakeholders and expand the existing customer base to mobile money service providers. Moreover, this study's results will provide the basis for further refinement of technology acceptance and success models in the emerging mobile money service domain.